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How are loyalty points automatically removed for returned items in Lightspeed Retail (X-Series) POS?

Set when loyalty points are removed in Lightspeed Retail (X-Series) based on an order’s payment status.

Updated this week

For Lightspeed Retail POS X-Series merchants
(Formerly known as Vend POS)

Before you get started

Here are a few key details to note about automatically removing loyalty points for orders with Lightspeed Retail (X-Series) POS:

  • If the order is canceled or returned, points are automatically removed when the payment status is Voided.

  • You can adjust these rules under Settings > Loyalty > Points Program.

⚠️ Important: These settings apply to Lightspeed Retail X-Series, no matter how you access your register; iOS or desktop experiences.


When are customers’ loyalty points removed?

⚠️ Important: By default, points are removed if the payment status is Voided.

1. In your Marsello admin, go to Settings > Loyalty > Points program

2. Under Lightspeed Retail (X-Series) > Order Rewarding, view Cancel Points when payment status is one of:

Marsello settings page showing the path Settings > Loyalty > Points program, with the 'Cancel Points when payment status is one of:' section under Lightspeed Retail (X-Series) POS > Order Rewarding. The default setting indicates that loyalty points are removed when the payment status is updated to 'Voided.

💡Optional Step: You can update the cancel points when payment status is one of: setting to better suit your program

  • Option 1 – Remove the Voided status
    → Customers will keep their points even if the order is voided.

  • Option 2 – Leave the setting as is
    → Customers’ points will be removed if the order’s payment status is updated to Voided.

3. Click Save.


How can I confirm an order’s payment status in Lightspeed Retail (X-Series)?

1. In your Lightspeed Retail (X-Series) admin, go to Sell


2. Click Sales History


3. Search for the order by Customer Name or Receipt Number


4. On the order line item, you can see the order's Payment Status to compare with your Marsello loyalty order rewarding settings for earned or removed points.

Lightspeed Retail (X-Series) admin interface showing the 'Sell' section, with the 'Sales History' page open. A search bar is visible where users can search for orders by Customer Name or Receipt Number. The payment status of the order is highlighted on the order line item to compare with Marsello loyalty order rewarding settings.

What do customers see in their Marsello account when points are removed?

When the customer makes a return, their order details and payment status are automatically synced into your Marsello account.

Removed points

When the customer returns their order or the sale is canceled, their order and the order's updated payment status are automatically synced to your Marsello account.


If the order's new payment status matches your Marsello Order Rewarding settings, the customer's loyalty points will automatically be removed from their loyalty profile.

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